Support Desk Specialist

Craft3 | Seattle, WA

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Posted Date 3/28/2024
Description

Position Purpose

The Support Desk Specialist (SDS) works with internal end-users to resolve or escalate technical issues, and troubleshoot issues with Windows laptops, applications, mobile devices, and related technologies. The SDS manages local and remote setup for new hires, builds user accounts, email accounts, system access and roles, and imaging and deployment of computers.

 

The Organization

Craft3 is a nonprofit Community Development Financial Institution (CDFI) that uses capital, relationships, and voice to build a thriving, just and empowered Pacific Northwest. We do this by providing capital to people, businesses and communities, including those without access to traditional financing, and work towards a future of shared prosperity across our region. We then complement these financial resources with our expertise, professional connections, and other advocacy for our clients. Learn more at www.craft3.org

 

The Team

Craft3’s finance team is responsible for all accounting, financial management and compliance activities, IT services, as well as fundraising and investor relations. We manage our Community Impact Investment Note, open to accredited investors, and oversee grant applications and philanthropic partnerships. A nimble team, we draw on our experience in banking, regulatory compliance, debt capital markets, community development, and grant management to help Craft3 manage risk and make informed decisions. Mission- driven and service-oriented, Craft3 is committed to extending what is possible when it comes to using capital as a tool for equitable community development.

 

Essential Duties and Responsibilities include some or all the following and are not intended to be all- inclusive. Craft3 reserves the right to change, add or delete responsibilities and duties as seen fit. An employee’s specific job duties, priorities, and performance expectations are detailed in their individual performance plans.

 

Technical Support

  • Field all incoming help desk tickets, calls, texts, and emails.
  • Support users remotely using telephone, email, texting, and videoconference.
  • Configure and troubleshoot Windows laptops, printers, and mobile devices.
  • Troubleshoot Wi-Fi and LAN connections using basic network management tools.
  • Manage ticketing system by documenting all issue resolutions.
  • Manage Windows updates and upgrades for various applications.
  • Design and implement troubleshooting and correction plans, develop, and coordinate user training programs, and document all processes and procedures.
  • Troubleshoot basic issues in loan systems.
  • Troubleshoot email and communications issues.
  • Troubleshoot simple database-related issues.
  • Restore user and share file from backup.
  • Make recommendations on functional and technical improvements to the environment.
  • Knowledge of laptop hardware components (external and internal).
  • Assist in the coordination of testing changes, upgrades, and new software products, ensuring systems will operate correctly in current and future environments.

 

JIRA

  • Monitor support ticket requests and assigns as required, including escalation of support requests.
  • Maintain support ticket knowledge base.
  • Security audits on application access.
  • Asset management.
  • Monthly report and analysis.

 

End-User

  • New employee setup and training.
  • Departing employee shutdown.
  • Password maintenance.
  • Maintain and manage user accounts and shared directories.
  • Provide limited training to the end-users for them to achieve minimal performance in computing.

 

Desktops and Servers

  • Provision of new computers and decommission at end-of-life.
  • Maintain computer security updates and minor server updates.
  • Configure wireless and mobile devices.
  • Basic server access and service management.

 

Cross Team Support / Development

  • Collaborate with other Craft3 business units to streamline systems and processes.
  • Assist in creating or delivering training to new staff members as appropriate.
  • Participate fully with all members of the Craft3 team.
  • Contribute to the body of knowledge, sharing best practices and suggest process improvement ideas.

 

Culture and Brand Management

  • Support the organization's All Team Performance Standards, Ownership, Respect, and Flexibility.
  • Demonstrate stewardship for the Craft3 Brand.

 

Authorities

  • Governance, Policies, and Manuals
  • IT User.
  • Application security.
  • User roles and security.

 

Direct or Indirect Reports – None

Peer Positions – Other IT support staff Knowledge and Experiences

Minimum three years’ experience in information systems or equivalent combination of education and work experience. Competency in Windows 10/11 and Microsoft Office 365 suite required. Knowledge of Active Directory or Azure AD, Teams, SharePoint, Dynamics 365, and Azure cloud services preferred. A+ Certification, MCTS, or ITIL desired but not required. Fluency in Spanish a plus.

 

Preferred Skills and Abilities

The ideal candidate will be able to demonstrate the following:

  • Fluency in written and spoken English and must be able to communicate clearly and effectively via telephone, email, chat, and video conference.
  • Comfortable with frequent unannounced requests are handled in a friendly and timely manner.
  • Demonstrates punctuality and accessibility, with the ability to be available to end-users throughout the workday.
  • Excellent prioritization, solution-oriented, organization skills, and effective time management to succeed in a largely autonomous, fast-paced environment.
  • Proficient in attentive listening and exhibiting patience when dealing with users who may not possess advanced technical knowledge; adept at seeking clarity when faced with uncertainties.
  • Excellent analytical, troubleshooting, and problem-solving skills.
  • Quick learner who can understand and apply existing and new technologies.
  • Experience working in a team-oriented and collaborative environment.
  • Ability to develop new procedures to meet identified needs and/or to adjust to changes in procedures as requested.
  • Computer administration experience in a managed hybrid remote environment.

 

Certificates, Licenses, Registrations

None Required

 

Physical Demands

Frequently requires the use of manual dexterity and repetitive motions, primarily with the wrists, hands, and/or fingers. Must be able to occasionally lift and/or move up to 35 pounds. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

 

Travel

Periodic travel to company events such at the All-Staff meeting and offices in Seattle, Portland and/or Astoria will likely be required.

Listing Type
Jobs | Hybrid | Remote
Categories
Nonprofit | Technology
Position Type
Full Time
Experience Level
Entry Level
Employer Type
Direct Employer
Salary Min
$68,000 - $83,000 (DEO)
Salary Type
/yr.

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